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senior manager / manager, customer call center.

job details

summary

    job details

    about the job

    • You will lead and manage inbound and outbound hotline teams, ensure achievement of Customer Service KPIs and compliance with company’s policies.
    • You will serve as a client advocate, identify any service issues from contact centre operations, collaborate and work with different stakeholders (e.g. Policy Administration, Claims, sales channels, Compliance, Legal).
    • You will handle and resolve complex cases and incidents, so as to minimize any adverse impact to customers and the company, and ensure a good customer experience.
    • You will optimize Contact Centre’s service quality and operation efficiency, by leveraging the insights from performance reports, QA, external and internal customers’ feedback, to refine guidelines, SOP, service quality standard, workflow, etc.
    • You will implement business strategic planning and target operating model within Customer Contact Centre to achieve company business goals.
    • You will motivate, coach and develop team members to achieve the personal and team objectives, nurture successors and talents and improve teams’ overall performance.

    skills & experiences required

    • You are a Bachelor Degree holder
    • You have at least 10 years of experience in the customer service and financial services industry, in which 8 years in supervisory role
    • You are a IIQE I, III and V holder (preferred)
    • You are good at English and Chinese (both written and spoken)
    • You are customer focused and result oriented

    To apply online, please click on the link. Alternatively, for a confidential discussion please contact Jeremy Wong on + 852 2232 3468 or email: jeremy.wong@randstad.com.hk

    about the job

    • You will lead and manage inbound and outbound hotline teams, ensure achievement of Customer Service KPIs and compliance with company’s policies.
    • You will serve as a client advocate, identify any service issues from contact centre operations, collaborate and work with different stakeholders (e.g. Policy Administration, Claims, sales channels, Compliance, Legal).
    • You will handle and resolve complex cases and incidents, so as to minimize any adverse impact to customers and the company, and ensure a good customer experience.
    • You will optimize Contact Centre’s service quality and operation efficiency, by leveraging the insights from performance reports, QA, external and internal customers’ feedback, to refine guidelines, SOP, service quality standard, workflow, etc.
    • You will implement business strategic planning and target operating model within Customer Contact Centre to achieve company business goals.
    • You will motivate, coach and develop team members to achieve the personal and team objectives, nurture successors and talents and improve teams’ overall performance.

    skills & experiences required

    • You are a Bachelor Degree holder
    • You have at least 10 years of experience in the customer service and financial services industry, in which 8 years in supervisory role
    • You are a IIQE I, III and V holder (preferred)
    • You are good at English and Chinese (both written and spoken)
    • You are customer focused and result oriented

    To apply online, please click on the link. Alternatively, for a confidential discussion please contact Jeremy Wong on + 852 2232 3468 or email: jeremy.wong@randstad.com.hk